Technical Support Engineer

About Us:

Founded in 2009, FOO has emerged as a leading Fintech provider by focusing on Technology, Innovation, Expertise and Quality. Working with leading clients in their industries, FOO has quickly expanded in the MENA region and has set the benchmark for design experience and quality. FOO’s vision is to expand globally and create a positive impact on future technologies.

Requirements:

Bachelor degree in Computer Science or related fields

at least 3+ years of relevant work experience

Proven work experience as a Technical Support Engineer

Strong knowledge and experience in Linux servers (RHEL, CentOS, …) is a must

Knowledge and experience in different systems (MySQL, Redis, Apache, Nginx, Wildfly, …)

Strong analytical and debugging skills

Strong experience in reading and analyzing logs

Knowledge in systems, networking and high availability architectures

Experience in different programming languages is a plus (Java, PHP, …)

Familiarity with remote desktop applications, VPN and SSH

Ability to provide step-by-step technical help, both written and verbal

Excellent analytical and problem-solving skills

Ability to work under pressure

Excellent written and verbal English communication skills

Additional certification in Linux, RedHat, Cloud Solutions or similar technologies is a plus

Responsibilities:

Taking ownership of customer issues reported and seeing problems through to resolution

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Answer support calls and checks support issues sent by clients

Ask customers targeted questions to quickly understand the root of the problem

Analyze issue described and identify possible causes

Login to affected system and debug and identify issue

Resolving network issues

Configuring operating systems and softwares

Provide solution within SLA requirements

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Apply solution if applicable and verify that issue is solved

Provide RCA for issue occurred identifying the root cause and solution

Ensure all issues are properly logged

Monitoring systems using available monitoring tools to detect issues before they are reported

full_time